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Master's Dissertation
DOI
10.11606/D.55.2005.tde-04122014-095741
Document
Author
Full name
Renata Maria Porto Vanni
Institute/School/College
Knowledge Area
Date of Defense
Published
São Carlos, 2005
Supervisor
Committee
Moreira, Edson dos Santos (President)
Fortes, Renata Pontin de Mattos
Reinhard, Nicolau
Title in Portuguese
Gestão de serviços de tecnologia da informação: aplicação web para dispositivos móveis de solucionadores de campo
Keywords in Portuguese
Não disponível
Abstract in Portuguese
Uma Gestão de Serviços de Tecnologia da Informação controla e otimiza os processos que possibilitam o fornecimento dos serviços com um nível de qualidade conhecido e gerenciado. O trabalho descrito nesta dissertação envolve a análise dos processos de um serviço específico e o projeto de uma aplicação web para controle e otimização destes processos. A especificação de requisitos e a construção de um protótipo são descritas. A aplicação web proposta será utilizada por técnicos do serviço de Manutenção de Microinformática oferecido pelo Centro de Computação Eletrônica da Universidade de São Paulo.
Title in English
The management of IT services: A web application for mobile devices used for field attendants
Keywords in English
Not available
Abstract in English
Information Technology Service Management controls and optimizes processes that make possible the delivery of services with a known and managed quality levei. The work described in this document involves the analysis of a specific service 's processes and the design of a web application to deal with the control and optimization of those processes. The application requirements are specified and the building of a prototype is described. The proposed web application will be used by technicians from the Computer Maintenance Services offered at University of São Paulo's Computing Center.
 
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Publishing Date
2014-12-04
 
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